eglobalis
MARCH 24, 2025
This detailed analysis explores the current limitations that prevent AI agents from fully replacing human operators in contact centers, supported by practical examples from industry leaders across sectors, revealing why human involvement remains indispensable. Thanks for visiting our website.
InMoment XI
DECEMBER 18, 2024
Contact centers play a significant role in customer experience management. 71% of customers expect personalized communication, and 76% are frustrated if contact centers cant meet these expectations. 71% of customers expect personalized communication, and 76% are frustrated if contact centers cant meet these expectations.
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eglobalis
APRIL 6, 2025
This three-part analytical series aims to dissect and explain the most critical dimensions of value creation in technology, telecom, contact centers, and high-tech manufacturing. In contact center outsourcing, a BPO that makes script updates or dashboard access easy gains favoreven if its core service is similar to competitors.
eglobalis
APRIL 15, 2025
Twilio Flex , a programmable contact center platform, is built entirely around client-side customization. In telecom , B2B providers often create bespoke network packages for large enterprises combining fixed-line, mobile, IoT connectivity, and hybrid cloudwith distinct SLAs and data handling rules.
Speaker: Kate Nasser, The People Skills Coach™
Contact center agents are people and people can grow on their own BUT great collaborative coaching truly guides agents to connect authentically to customers better and better each time. Great collaborative coaching awakens and guides an agent’s ability and choices with customers in a wide range of situations.
InMoment XI
OCTOBER 5, 2023
A lot of customer experiences hinge on your contact center’s effectiveness, which is why it’s important to ensure it’s a resource your customers find helpful, professional, and expedient. However, building an effective, consistent contact center experiences can be overwhelming.
InMoment XI
OCTOBER 19, 2023
In a world where customer service and support are crucial to business success, the importance of an efficient and effective contact center cannot be overstated. What is a Contact Center and How Does it Work? The primary goal of a contact center is to ensure that customers receive timely and effective support.
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A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.
Speaker: Colin Taylor, CEO & Chief Chaos Officer at The Taylor Reach Group, Inc
Scripts have been around as long as contact centers. Agent attrition and retention are connected to engagement and competence. They attempt to set out an ‘ideal’ path to success on the call, whether that's a sale, a resolved inquiry, or a closed case. But scripts have had a variety of issues.
Speaker: Brian Morin & Helena Chen from SmartAction
Join us for this candid webinar as we discuss the impact of machine automation through the lens of history and what’s both different and similar this time around as it relates to the contact center. Key takeaways: Understand the nature of the 4th industrial revolution & the connection to contact centers.
Speaker: Rana Gujral, CEO at Behavioral Signals
But are your contact center practices able to grow with a customer’s experience? With automation, your contact center won’t just survive, it will thrive. In this webinar, you will learn: How AI can transform your contact center with real, actionable insights. 4th Edition State of the Connected Customer
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